WFM Software Administrator 1 - NCLH

Gratitude Inc

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2 weeks ago

WFM Software Administrator 1 - NCLH

1-2 Year(s)

Manila (Pasay City)

Job Description

Key Skills

WFM tools BPO Call center WFM Software Administrator

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WFM Software Administrator 1 - NCLH

Job Overview & Details

Work Location: Mall of Asia (MOA), Pasay City
Work Setup & Schedule: Onsite | Shifting Schedule
Compensation & Benefits:
- Base Salary: Up to PHP 32,000 / month (Max)
- Night Differential: 20%
- Allowance: PHP 1,000 / month

Job Description & Key Responsibilities

WFM System Administration & Support: Administer, configure, and maintain workforce management (WFM) software and related operational tools across contact center operations.
Workforce Planning & Adherence: Facilitate and monitor core WFM activities, including staffing, scheduling, capacity planning, forecasting, and policy adherence.
Reporting & Analytics: Generate, analyze, and present key workforce performance reports to drive data-driven operational decisions.
Process Improvement: Continuously identify operational bottlenecks, suggest efficiency gains, and share WFM best practices across teams.
Operational & Quality Support: Track quality initiatives, assist with WFM system implementations, and support multiple contact center lines of business as required.
Team Guidance & Training: Assist with WFM training execution and provide operational guidance to junior team members to meet day-to-day objectives.

Qualifications & Requirements

Education: Bachelor's degree in a related field (e.g., Information Technology, Statistics, Business Administration, or equivalent).
Experience:
- 1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or BPO/Contact Center Operations.
- Hands-on experience with WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, or similar platforms).
Technical Skills:
- High proficiency in Microsoft Excel (complex formulas, reporting, and dashboard creation).
- Strong analytical, reporting, and quantitative problem-solving skills.
Soft Skills & Attributes:
- Proven ability to work independently, manage competing priorities, and follow established operational guidelines.
- Experience in team coordination or leadership is an advantage.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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